Trust And Safety Incident Operations Manager

Summary

Join Thumbtack's Trust & Safety team as a Manager, supporting your team in addressing user concerns and mitigating risks. You will oversee incident management, provide customer support, ensure operational excellence, and contribute to strategic initiatives. This role requires leadership, collaboration, and problem-solving skills. The ideal candidate possesses 2-4 years of relevant experience in Trust & Safety or Customer Support. Thumbtack offers a virtual-first work model with various benefits, including company holidays, reimbursements, and an employee assistance program.

Requirements

• 2-4 years relevant experience demonstrating leadership in Trust and Safety and/OR Customer Support
• High school diploma or equivalent
• Advanced proficiency in spoken and written English
• Proven competence in engaging diverse audiences, including customers, internal teams, and cross-functional partners
• Exceptional problem-solving and strategic thinking skills, with the ability to work independently and adapt to shifting priorities
• Strong collaboration skills, self-motivated, resilient, and adaptable
• Strong sense of urgency and ownership
• Experience perpetuating structures, systems, and processes that build toward efficiency and high-quality user experience

Responsibilities

• Support the team to efficiently assess and address trust and safety concerns via phone and email, focusing on assisting users while mitigating organizational risk
• Oversee matters with potential financial and legal implications
• Identify issues, trends, and common problems facing our users; while maintaining knowledge of the Thumbtack platform to assist customers in resolving their concerns
• Triage escalated concerns and collaborate on sensitive issues
• Escalate issues to other departments and leaders when necessary
• Oversee the payment and distribution of the Thumbtack Guarantee to consumers
• Self-prioritize tasks and activities to align with departmental goals, ensuring timely completion
• Assist in the execution of OKR’s and KPI’s
• Showcase flexibility to take on a wide range of projects with ownership
• Grow, develop, and manage a high-performing team
• Build and maintain interdepartmental relationships

Preferred Qualifications

Spanish speaking (bilingual)

Benefits

• Virtual-first working model coupled with in-person events
• 20 company-wide holidays including a week-long end-of-year company shutdown
• Library (optional use collaboration & connection hub) in San Francisco
• WiFi reimbursements
• Cell phone reimbursements (North America)
• Employee Assistance Program for mental health and well-being